Impact of Absorption, Attention, Perceived Enthusiasm of Customer Satisfaction On Electronic Video on Demand

Abstract

Business always starts with customers. It is because business revenue, development, and survival depend on customers. Therefore, it is necessary to design the electronic video on demand based on the customer's preference. However, designing information systems is always challenging without understanding the customers' needs. Many electronic services providers and digital platforms fail because they do not fully understand customer requirements. Therefore, business owners should understand, prioritise, and meet their customers' expectations in the competitive business environment and satisfy them. This study examines the impact of the absorption, attention, and perceived enthusiasm on customer satisfaction that utilise Video on Demand (Vod) streaming services. This study employed a quantitative approach with survey data from VoD service users in Indonesia. PLS-SEM is used to test five hypotheses statistically. The findings revealed a significant link between absorption, attention, and perceived enthusiasm and customer satisfaction. This study also investigated the interrelationship of the key variables absorption and attention with perceived enthusiasm. Finally, it was suggested that the relationship could lead to more research.